CLETS-Certified IT Service Desk Analyst (L1/L2) – 24x7

Upwork; California City (CA); On-site; USD 39,000 - 58,000; Full time

Job summary

Upwork is seeking an experienced CLETS-Certified IT Service Desk Analyst (L1/L2) to support a long-term public-sector IT services engagement. The role focuses on providing Level 1/2 desktop, device, Microsoft 365, and network support while adhering to CLETS security requirements.

You will handle incident management, service requests, and escalations in ServiceNow or similar ITSM platforms. The candidate must be comfortable working in a 24x7 environment and maintain precise documentation and SLA

Qualifications

• Active CLETS certification is mandatory.
• Experience providing Level 1 and Level 2 IT Service Desk or Help Desk support.
• Hands-on experience with ServiceNow or similar IT service management (ITSM) platforms.
• Strong knowledge of Windows operating systems, Microsoft 365, and network connectivity.
• Experience with remote troubleshooting and technical issue resolution.
• Familiarity with ITIL processes, incident management, and security protocols.
• Ability to work rotational shifts in a 24x7 support environment.

Responsibilities

• Provide Level 1 and Level 2 IT support for desktops, laptops, mobile devices, Microsoft 365, and network connectivity.
• Troubleshoot technical issues and resolve incidents and service requests.
• Manage incidents, service requests, and escalations through ServiceNow or similar IT service management platforms.
• Support law enforcement-related systems in compliance with CLETS requirements.
• Perform basic Network Operations Center (NOC) alert triage and coordinate escalations when needed.
• Maintain accurate technical documentation and follow established procedures.
• Meet defined service-level agreements (SLAs) and support service desk performance goals.
• Work rotational shifts to support a 24x7 Service Desk environment.

Skills

Communication

Documentation

Problem solving

Tools

ServiceNow

ITSM platforms

Windows

Microsoft 365

Job description

Upwork is seeking an experienced CLETS-Certified IT Service Desk Analyst (L1/L2) to support a long-term public-sector IT services engagement. The role focuses on providing Level 1/2 desktop, device, Microsoft 365, and network support while adhering to CLETS security requirements.

You will handle incident management, service requests, and escalations in ServiceNow or similar ITSM platforms. The candidate must be comfortable working in a 24x7 environment and maintain precise documentation and SLA